WFM C

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Across
  1. 3. Percentage of logged-in time spent handling customer work
  2. 7. Small block of time used for WFM planning
  3. 9. pattern that can help predict future demand
  4. 10. Prediction of future workload and staffing needs
  5. 12. How closely actual activity follows the planned schedule
  6. 15. Crossword Clue
  7. 16. Ensuring the right number of people are working
  8. 18. Target measuring how quickly customer contacts are answered
Down
  1. 1. Measure of how efficiently work is completed
  2. 2. much work we can actually handle
  3. 4. Measure of how much available employee time is being used
  4. 5. Paid time when employees aren't available to handle workload
  5. 6. Monitoring staffing and performance as it happens
  6. 8. Number of contacts or transactions received
  7. 11. Plan that matches employees to shifts
  8. 13. Maximum amount of work a team can support
  9. 14. Average time needed to complete a customer interaction
  10. 17. WFM adjustments made during the current workday